Tchibo Level of Service

When you order a coffee machine from Tchibo, the service doesn’t stop once it has been delivered and installed. Coffee is not a short-term fad – for us, and for many of your customers, it is a lifelong passion. With that in mind, we do everything we can to help you with every aspect of your coffee ordering, operation and promotion as part of the total beverage solution we offer.

Recommendations and trialling

It can be difficult to decide which machine or coffee might be best for you without trying them out first. We are therefore pleased to offer trials of certain machines as well as a coffee sampling option so you can be sure that you’re offering your customers the very best. You can try the coffee at your own establishment or visit our Epsom showroom. Additionally, certain machines are better suited to certain users. If you expect to sell a relatively low volume of drinks, for example, you may prefer a compact, manual water fill model, while if you expect to sell a lot then one of the larger, customisable, automatic models may be more to your taste. We can help recommend the most suitable option, but the final decision will be yours.

Technical Support

Your machine may break down in any number of ways during your lease, leaving you unable to use it properly. If this occurs, our internal Technical Support team are available 7 days a week and they should be able to help you diagnose and fix the issue over the phone.

If the issue is complicated, one of our UK-based engineers will be dispatched to your location to resolve it. We endeavour to have someone with you within eight working hours for a major technical fault (where the machine is not functioning at all) and within 16 working hours for a fault where the machine is still able to dispense drinks.

All machine warranties are covered for the duration of the contract, including parts and labour.

Training

If you require training to use your machine, we offer full training included within your contract for as many staff members as you deem necessary. While many machines we stock are fairly straightforward to get the hang of, we do not set a time limit on the training sessions – they will go on for as long as it takes for your staff to become fully confident in using them. If you have a substantial number of staff, extra training sessions can be arranged so they all benefit from them.

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